Patient Encounter Specialist

General Summary

Work as a vital and integral member of the medical practice team with Cooper Green Mercy Health Services Authority and UAB Health System. As a patient encounter specialist (PES), you will be responsible for many front desk duties such as registering patients, collecting co-pays, answering phones, and scheduling appointments.

Key Responsibilities

• Reports to any assigned clinic or area on time and prepared to consistently deliver and demonstrate excellent customer service and practice Cooper Green core values by being empathetic and professional during all interactions.
• Obtains and/or ensures all insurance and patient demographic, eligibility information & enrollment status/insurance information is correct. Any discrepancies must be coordinated with the Enrollment Department at the time of service.
• Verifies patient demographic information during check-in encounter is accurate and complete. Verifies patient address utilizing the USPS application within Nextgen.
• Performs insurance verification by verifying all insurance coverage for patients. Accurately schedules return or follow-up appointments with appropriate NextGen data, including ancillary visits or tests as indicated on the patient encounter form or notifies scheduler of patient’s needs.
• Collections visit fees and other balances owed by patient. Follows all procedures and protocol related to issuing receipts, making deposits and documenting transactions appropriately and within the required timeframes.
• Fulfills Cooper Green policies and procedures on the intake of patients during the normal operations, including the Late Patient Policy and Procedure.
• Explains financial requirements to patients or other responsible party. Coordinates enrollment registration/verification with the enrollment department for walk-in or same day appointments, ensuring that all patients treated have a current enrollment at Cooper Green.
• Answers phone & take complete, accurate messages within NextGen; making sure all messages are routed to appropriate person in a timely manner within NextGen or using Cooper Green email system.
• Calls patients to remind them within one to two days of their upcoming scheduled appointment, including documenting the account in NextGen appropriately of any action performed, such as rescheduling or cancelling the appointment or other important information obtained during the call.
• Coordinates and complete specified in-house referrals at checkout, or pre-certification requirements with designated scheduling personnel in the referral department.
• Completes clinical task work ques daily before end of shift.
• Handles complaints from customers (physicians, nurses, vendors, and all others) appropriately in a respectful manner and in accordance with CGMHSA guidelines.
• Performs other duties assigned related to the specific clinic or area, including any newly implemented process or workflow introduced by the Clinical Patient Access Supervisor or Clinical Group Practice Manager.

Minimum Qualifications

• High school diploma or equivalent.
• College degree or relevant coursework may substitute for part of experience requirement.
• Possess basic knowledge of medical terminology and advanced knowledge of PC applications, software, and database management.
• Be able to perform math & bookkeeping skills.
• Possess exceptional telephone & customer service skills.
• Knowledgeable of English grammar & punctuation.

WORK ENVIRONMENT

This role may require lifting up to 50 lbs. The work location for this role is onsite.